WiFi Max

[adwarduk]

@cookiemonsteruk  @Henry+P  - Yes if its suspected the customer service team will need to raise a request on the backoffice to sort it you'll then be able to upgrade in the app.  One way to tell go into the app pick the service checker, pick a product and then scroll right to look at WiFi then stream if there still Q lurking you'll be able to scroll right again to view Q. It'll show all ur old boxes etc then complain it can't see the status.  Hopefully that helps. 

[cookiemonsteruk]

@adwarduk 

Nicely spotted, Einstein 😁

[peter-marlow+1966]

I phone up and got the new sky wifi hub with no problem, spoke to a lady from the broadband  department,  told her I had sky glass and superfast broadband had it for a couple  of  weeks  now 

[peter-marlow+1966]

I meant sky wifi max hub

[Chimpishuk]

@adwarduk @Chrisee 

Currently:

After hard reset router amending the SSID from an Android MySky App.  This didn't not work at all. Power cycled phone and router.

Also tried to do the same from iPhone. Same results.  To be clear this is different from my last issue because I was able to update the SSID.

Added a pod.  The pod will not communicate with the router.

The router itself is functional and fast.

I believe there is an issue with the router because administrative functions hitting and saving configuration from any 3rd party Sky App or Device.  Even WPS to a Sky Stream Box doesn't work.

I see multiple connection attempts from the Mac addresses the phones and the pod failing.

I feel, at this point, I'd like a replacement router. If the device will not accept commands from any MySky app on two separate phones and a tablet and the pod is not forwarding traffic to the router I suspect a device hardware issue.

[reddwarfcrew]

To be honest, with the SR203, I've alwas found it difficult updating settings via wifi.  Always revert to wired connection to make changes.

Obvs an issue with Sky WiFi Max if the web interface is limited.

[adwarduk]

@Chimpishuk  that  really does sound weird the fact you can see the connection attempts with failures suggest somethings gone horrible wrong with the ssid / wps generated to all the sky devices and others. If the factory reset didn't resolve it it's definitely a call to support :-(. They may want to send and engineer.  I've stayed clear of changing any settings on mine other than the firewall for ipv4 to custom so I could lock it down (doesn't stop sky management).  I'm going to ask the tech guy on Saturday how we can reset the pod to defaults see if that cures the channel hoping which is causing it to show as poor connectivity in the app and it's name to change from room 1 to room 2 pod which with the 2nd pod on causes it's name to change to increment as well.  I hate to say it but this really feels like sky are beta testing the product on us but we're paying for the privilege. 

[Chimpishuk]

@reddwarfcrew  @Chrisee 

@adwarduk 

Interesting.  I've never had an issue changing any settings on the SR203 from the web management.  But I will use my usbc to ethernet adapter on my phone tomorrow, disable WiFi on my pixel and see if the settings will stick.  Sadly this still doesn't address the pod issue (any device connected to the pod) cannot break out to the internet or communite over various protocols to devices connected to the router. For example a sky protect camera connected via the pod would not sync with environmental devices (leak and humidity) so not only does this affect devices to attempting to break out to the WAN as LAN traffic is not passing correctly. Personally, I think all administrative tasks should've remained via the web management. If the WiFi isn't working for some reason, just plug your rj45 directly into the router and access the web admin page. The app, at least in its current state is in dire need of redesign. In fact, I'd go so far as to introduce a new app built specifically to handle all administrative tasks for the new router.

The last thing I want is a sky engineer attending and walking him through the ugly and somewhat unfortunate situation.  Unless he turns up with a new router, that is.

I've always liked the SR203 tbh.  Extremely stable was just a shame that most devices running on WiFi rarely reached anything about 450mbps on a line capable of 900mbps. With the new router I can easily hit 800mbps on a Wifi6 device over WiFi so it's a huge improvement. Even ethernet connections seem more consistently high.  Just a shame that my initial experience has been mired.  I'll keep you all updated of course. 😉

[Chimpishuk]

@adwarduk 

Yes I've no doubt we're the beta testers. Early adopters always have issues but I've never had a Sky product have this number of issues at "soft launch"

I don't really think they've thought about the app for management thing. Main reason is you now have to consider is it a phone issue? Is it the build of the phone OS issue? Many people, including myself beta test for Google.  It's another layer of needless support caveats. Before any browser I used never had an issue with web based management. 

To remove such a simple option from web management as a back up option seems really silly (changing SSID)

I'll keep you informed on my sky saga and I'll ask for some compensation for my time troubleshooting this.

[Chrisee]

@Chimpishuk I wonder if your control issues with the app maybe related to the fact you have been using more than one device? Is it possible by having multiple versions of the app the unit is gettting confused? I would not try doing that unless you sign out of one app before opening a second.

Control by app is now getting to be very common as web interfaces are thought to be user unfriendly.

[Chimpishuk]

@Chrisee 

It's a good thought but after the initial factory reset the app was only installed on my Pixel 7 Pro.  I also cleared the app cache and deleted the app whilst the factor reset was occurring.

Once I found that the Android app wasn't doing the job, I factory reset the device again. Deleted the app cache and the app from Android.

Then installed the app on IOS. Rinse and repeat. On iOS, iOS emulator and even attempted on iPad.

I think it's what's know in my trade as F.U.C.T failed under continuous testing. I've also had to delete all my Sky Protect devices and readd them because Sky didn't think it'd be a good idea to allow you to change the WiFi details natively in the app.  I'm just going to call Sky and ask for a new router. Or a refund. Lol

[Chimpishuk]

@adwarduk @Chrisee 

Hi Guys,

I just wanted to update you on the outcome of my call to Sky support.  I managed to speak to the same guy that I spoke to last night.  I explained that since commencing with the factory reset that the following issues had augmented or failed altogether - one of which I hadn't recognised until I attempted to call Sky:

1.  The MySky app fails to allow changes to the SSID at all.

2.  The pod fails to connect or route traffic correctly between devices connected to the pod and devices connected to the router.  This affects LAN and WAN traffic for devices connected to the pod. 

3.  The VOIP fails altogether - unable to make any calls over the fibre using a home telephone. 

4.   The MySky app exhibits none functioning behaviour or unexpected results when performing testing. 

The router will function in terms of effective internet break-out just without the key features above. 

The cause of this is a provisioning issue at the backend.  The installation of the Sky WiFi Max router requires that the provisioning and configured services on the Sky side are updated and correct.  According to my Sky account I'm running a Sky Q router (which I haven't used since 2019) in one part of their systems and in another part I'm still running an SR203.  

Internal technical teams have recognised that if a customer meets the following criteria:

1.  Sky Wifi Max router (via MySky app) does not allow for configuration amendments such as SSID etc. 

2.  The VOIP fails to function. 

3.  The pod add-on devices do not function either at all or with anomalous function. 

Then it is likely that there are several mismatches within Sky's internal systems preventing the successful completion of Sky Wifi Max provisioning.  I had read on Sky's corporate page regarding the new router, although with limited information, that the new router integrates in a different way than all previoius routers and provisioning of broadband services.  Specifically AI was mentioned etc.  

Sky escalation teams do NOT recommend that any replacement router or pod hardware is sent out as this will not resolve the afforementioned issues.  The corrective action is as follows:

1.  Customer to contact Sky Broadband / Glass support.

2. Confirm the issues encountered are as stated. 

3.  Support representivie to raise a CRF identifying a customer with the provisioning issue. 

4.  This is referred/escalated to the correct team to make the necessary changes within Sky's internal systems. 

I am currently at stage four so I cannot say what the lead time is for resolution.  But I will keep this thread updated with any further feedback from Sky.  I have to say the support received yesterday evening and this afternoon from Glass support was exemplary.  I won't mention the guys name but the level of dedication to resolving this and providing detailed information was 10/10 for me.  Although not currently resolved it was actually re-assuring to know that this is a result of provisioning failure and internal Sky infrastructure and not the result of my internal networking or faulty router/pod hardware.  

If you are experiencing the issues outlined in this update, I would urge you to contact support asap so that this can be raised with the appropriate teams.  Otherwise I wouldn't expect that your issue is picked up immediately by the appropriate team for resolution.  

Some slightly related information I have also noticed since using the new semi-functioning router:

• Sky Stream & some catch-up services (particularly five-on demand appear to have a lip sync issue)
• If you have Sky Protect insurance and security products you cannot update the wifi details from the sky protect app.  You must delete the internal camera, re-add with new wifi credentials, remove each environmental controller, internal motion sensors, door/window sensors and re-add them (one by one) The Door-Camera and chime should not be a problem because the chime is connected via ethernet.  Needless to say this is extremely time consuming as I have additional devices - motion sensors and door/window sensors.  
• Ethernet connected Sky Stream boxes do not register in the MySky app when using the new router. 

I shall keep you updated.  I hope this is of help to anyone experiencing the same issues I have faced.  I'm aware that someone mentioned remnants of Sky Q in your account may be the cause but I think it's more complex than that but it's definitely backend and specialist technical teams that can identify and hopefully resolve these issues. 

Apologies for the War & Piece / TLDR but I thought it was pertinent to keep everyone looped in for current and future customers experiencing the issue.  I'm sure in the longer term an internal process will ensure provisioning issues such as this do not occur - but hey if you adopt early.....there will be issues........but this is the worst one with Sky I've ever had! 

[adwarduk]

@Chimpishuk  @Chrisee - no apologies necessary I think it'll help with my issue I've a call with the tech guy scheduled tomorrow so I'll follow it up, my 1st pods flipping backhaul channels every few minutes which is just causing jitter but nothing I can't cope with till its sorted, doesn't seem to be an easy way to reset the pod. Likewise ill keep you updated. 

[Chrisee]

@Chimpishuk well done in getting what sounds a sensible explanation. I suspect you spoke to the same lead tech who called me yesterday. 

Coincidentally my own account is being looked at by the back office team as despite two attempts by different lead customer.service reps they can't book an engineer to come out. 

[Chimpishuk]

@Chrisee His name began with B! 

I forgot to add that the advice he had received regarding not swapping hardware had also indicated that an engineer visit was not a suitable method for escalation or resolution.